Customer Success Specialist

As our Customer Success Specialist, you will be a product expert and our customers go to person. Your #1 goal is to create a positive customer experience using your expert level knowledge of our software products. You will address questions, help configure our software, and work directly with customers to ensure they successfully launch with our solutions. Our products operate at some of the world's largest events including the Super Bowl, Olympics, World Cup and more!

To thrive in this position you're a high energy, motivated, detail-oriented person with strong communication skills and a solution-oriented mindset in a fast-paced work environment. It's a bonus if you've worked in the events or hospitality space before.

ABOUT GMR MARKETING 

We are the Experience Agency Making Unforgettable Stories Born of Humanity 

NOT JUST EXPERIENTIAL. EXPERIENCE. 

The lines have blurred. People live in the physical, digital, and social worlds all at once, and your brand experiences should do the same. 

NOT JUST TELLING. MAKING. 

The best stories are lived, not heard. Make an immersive world for people to explore so they can experience something they'll never forget. 

NOT JUST CONSUMERS. HUMANS. 

It all starts with the human. If you want to make a lasting impact, look beyond the wallet to understand what motivates and inspires people. 

REQUIRED SKILLS

• Partnership. You will liaise with Product Managers, and Engineering teams to remediate platform issues, while providing support to multiple customers simultaneously. You will thrive in this role if you have customer service-related experience and can streamline communication from a different perspective depending on who you're partnering with. Building and maintaining those working relationships amongst all teams.
• Product Knowledge. You have basic familiarity with marketing design software like Photoshop and PowerPoint, experience supporting SaaS Software products, have a strong HTML understanding.
• Support. You become a system expert to assist with the appropriate setup and configuration to meet customer needs. This is important when you're constantly providing product knowledge and can do so virtually, and in-person, in fast paced and intense environments. This role could also assist with hardware setup and onsite software issues.
• Critical Thinking. You are a customer advocate that's always listening for new opportunities to improve our products and are not afraid to bring new ideas to the team.  
• Attention to Detail. You will be building guest websites for sports and hospitality events using GMR's products, building as many as 20-30 websites per year. While every project is different it is critical that everything is compliant, consistent, and accurate for our customers.
• Travel. You are open to international work-related travel for up to four weeks at a time. This would be necessary when we need someone with product knowledge on site at our large-scale events to support the customer and troubleshoot directly.  

OUR DEI MANIFESTO We seek a diversity of backgrounds and perspectives so we can create memories that matter for everyone.  We strive for equity by meeting people where they are, eliminating barriers, and building on their unique talents so we can maximize everyone's contribution. We seek to recognize, grow and unleash the perspective and possibility of each individual on our team.  

Together, we're on a powerful journey. Our guiding principles can be found here. 

The annual range for this role varies between $55,000- $60,000 and may vary depending on the candidate's experience. Benefits for this role include health/vision/dental insurance, 401k, employee stock purchase plan, vacation, personal days and paid holiday time. You are also eligible to participate in disability, life insurance, FSA/HSA plans subject to the terms and conditions of such benefit plans. Please don't let our posted ranges keep you from exploring this or any other exciting opportunities within our agency.